May 21, 2012

Avoiding and Diffusing Negative Feedback

Customer feedback is one of the most important measures that buyers use when deciding to purchase from you. Your successful handling of negative feedback takes a combination of best practices and professionalism.

Many negative feedback issues can be avoided by ensuring that your listings are as accurate and complete as possible. A major source of buyer dissatisfaction is not receiving what they thought they ordered. This happens when detail page information is inaccurate or misleading. As a best practice, when you create a listing, take the time to create a complete and accurate record of the item you are selling.

We provide a variety of tools that help you respond to and resolve issues with buyers. These tools call on your professionalism and human-relations skills when you ask about the source of a buyer's unhappiness and devise a resolution. Handled correctly, a negative situation and potential escalation can be happily resolved. In the best case, a buyer might even remove their negative feedback from your record.